When trying to fill in a NOTE on a ticket, it is possible to add it into the REPLY box by mistake, as the boxes look very similar. We would like a stronger visual distinction between the reply box and the agent note area to minimise the risk of agents accidentally adding an internal note as a reply.

Comments (3)

Zsolt KissSun, 26th Aug 2018 8:57 pm

Good idea, I suggest a light yellow background like the POST-ITs. :-)

Jeroen van der SteenThu, 25th Oct 2018 9:07 am

This is an interesting suggestion. It rarely goes wrong, but when it does, it can be painful. We've found that the risk of confusing replies and notes is even higher when creating a new ticket, so a visual distinction in the new ticket form (in the agent interface) would also be useful.

DanyelTue, 8th May 2018 1:04 pm

The two tabs Reply and Note needs a better distinction. The risk to make a mistake is very high. Unfortunately it is happen more than once in our company.
Different backround color in the text box would be helpful. >
Green for "Reply"
Red for "Note"

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